Sr. Product/Data Analyst

Title: Sr. Product Data Analyst Location: Austin, TX (Hybrid) / Remote Duration: 12 Months + Type: Contract - W2 Role Summary: • The Senior Product Analyst is responsible for measuring and analyzing how effectively customer service tools and AI-driven automation features support both agents and customers. This role combines analytical rigor with a product mindset. The scope includes evaluating the productivity impact of existing systems, quantifying the value of new features, and identifying opportunities to enhance speed, quality, and automation through data-driven insights. • You will work cross-functionally with Product, BPR and technical teams (AI/LLM & dev teams) to translate raw data into clear business recommendations that improve customer experiences and reduce handling effort across human and automated interactions. • Partner with Product Managers to scope solutions, refine backlogs, and align dependencies across Contact Center and digital platforms. Key Responsibilities: • Measure the efficiency and effectiveness of customer and internal facing enterprise tools (Chat, telephony, workflow and AI/LLM systems). • Develop and maintain dashboards and performance models tracking key metrics targeted for improvement such as handle time, automation rate, accuracy, and customer satisfaction. • Evaluate the ROI and adoption of new features, quantifying value through productivity improvements, cost savings, or customer impact. • Influence the product roadmap through data driven insights • Partner with engineering and AI teams to analyze LLM bot interactions, comparing outcomes against human agent performance (speed, resolution quality, escalation rates). • Identify bottlenecks and propose data-backed recommendations to improve tool usability, automation coverage, and integration efficiency. • Translate insights into clear narratives and presentations for leadership, highlighting business impact and next-step recommendations Key Analytics: • Average Handle Time (AHT) and First Contact Resolution (FCR) • Automation Rate (% of tasks resolved without human intervention) • Tool Adoption Rate and Feature Utilization • Customer Satisfaction (CSAT/NPS) • Cost per Resolution and Time to Resolution • LLM Accuracy / Confidence vs. Human Benchmark • Create new metrics as required Required Skills & Qualifications: • Analytical Expertise: Excellent SQL skills (Snowflake preferred) and experience in data visualization tools (Tableau preferred) • Experimentation & Measurement: Knowledge of A/B testing, causal inference, and performance benchmarking. • Product & Process Understanding: Familiarity with contact-center workflows, CRM/ticketing tools (Salesforce, Genesys, etc.), and LLM-driven automation systems. • Statistical & ML Awareness: Understanding of accuracy metrics, confusion matrices, and model performance trade-offs when comparing human vs. AI output. • Business Acumen: Ability to translate complex data into clear business stories that drive action. • Collaboration & Communication: Strong cross-functional skills ; able to partner with engineers, data scientists, and operations teams effectively. • Preferred Tools: SQL, Python (for data analysis), Tableau (visualization) Preferred Background: • 6-10 years of experience in analytics, product operations, or data-driven process improvement. • Experience working in e-commerce, customer service, automation, or LLM-based platforms. • Exposure to contact center analytics, AI evaluation, or operational excellence functions. Interested candidates please email your latest updated resume to sarath@mindsource.com